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Dennis L. Rosen provides keynotes and training on customer service excellence and sales improvement.

Dennis L. Rosen, Ph.D

The WinFluence® Expert

on Customer Service Excellence and Sales Improvement

Customer Service Excellence for Retailers

Upside-Down Customer Service™ for Frontline Service Excellence

Too often the frontline team is simply told to, “Provide great service” or “Go the extra mile.”

While these are good goals, they do not provide direction on how to proceed or communicate why specific actions are important.

Therefore, through this presentation, participants will:

  • Understand how to avoid major customer service mistakes.

  • Receive WinFluence® service tips to create excellence in customer service.

  • Walk away entertained and energized with information they can immediately apply.

Keynote overview and detailed training available.

  • Acquire four specific steps essential for frontline customer service excellence.

  • Understand how to relate customer service to customer needs.

Using Upside-Down Customer Service™ to Create Devoted Customers

Why settle for satisfied customers who consider you an option when you can have devoted customers who consider you the only option?  All you have to do is turn your view on service... upside-down.

Through this presentation filled with stories and examples, participants will:

Keynote overview and detailed training available.

Dennis will show you how turning your view of service on its head can change your customers from "willing to come back" to "will come back" while telling others how great you are and differentiating you from competition including online competitors.

  • Understand why the Upside-Down Customer Service™ philosophy is the proper approach for producing results.

  • Understand the importance of creating an emotional tie and devoted customers.

  • Understand how to differentiate from competition including online sellers.

  • Become motivated to improve customer service and customer relations.

  • Walk away entertained and energized with information they can immediately apply.

A presentation to transform team thinking and actions to create customer service excellence that can differentiate from competition.

The DID System
for Service Improvement

Dennis provides a step-by-step process for uncovering low-cost actions to improve customer service.

In this training, Dennis takes participants through his Define-Improve-Discover™ process to uncover the small changes that can greatly improve perception of service.

Through this training, participants will:

  • Be shown the importance of needs to the perception of customer service excellence.

  • Go through the process of developing actions to create customer service excellence.

  • Uncover low-cost actions to improve customer service that can be applied immediately.

  • Find out how to move customers from just being satisfied to being devoted to the business, thus improving sales potential.

Breakout session and detailed training available.